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United Airlines · 4 weeks ago

Senior Analyst - Contact Center Staff Planning (Chicago or Houston)

United States-TX-NHC - Houston (Reservations)

Full-time

Hybrid

Mid, Senior Level

2+ years exp

United Airlines is a leading airline company that emphasizes caring for its customers through its Customer Contact Center team. The Senior Analyst - Contact Center Staff Planning is responsible for forecasting, staffing, and scheduling functions for all Contact Centers worldwide, ensuring operational efficiency and effective management of staffing requirements.

HospitalityIn-Flight EntertainmentService IndustryTransportationTravel

No H1B

Responsibilities

Create staffing requirements for bidding purposes by skill and approve final schedules for all Contact Centers

Maintain agent schedules that meet service level targets while optimizing cost efficiency

Create and monitor staffing requirements and make recommendations for staffing additions by function, overtime requirements, and staffing reductions using historical data, trends, and business intelligence

Analyze KPIs, create dashboards, and provide actionable insights on service levels, occupancy, and efficiency to ensure that staffing requirements are met

Provides guidance to staffing analysts and helps develop processes for scheduling activities

Works with Labor Relations/Human Resources and frontline leadership to determine processes and work rules related to staffing

Maintain WFM systems, ensure data accuracy, and support system upgrades and integrations

Qualification

Workforce management softwareAdvanced Excel proficiencyStaffing experienceBusiness analysis experienceData Analytics/Business IntelligenceBusiness AcumenAnalytical skillsProblem-solving abilitiesAttention to detailCommunication skillsOrganizational skillsCollaboration skills